4Point Support Portal

 

If you don’t have a login please contact us during regular business hours at

1-877-469-3627 or by email at support@4point.com to receive your login.

 

How it Works

FAQ
Q
Where are your support staff located?
A
Our Technical Support team is based in Ottawa, Canada.
Q
What are the support hours of operation?
A
8:00 a.m. to 8:00 p.m. EST, 24 hours per day, 7 days per week for Critical issues.
Q
Who can contact Support?
A

Our Technical Support Plan allows your organization to designate four contacts within your company. Any one of the four designated contact points is free to contact us at any time.

 

On your initial call to Technical Support, simply provide us with the names, phone numbers, fax numbers, and e-mail addresses of your designated contacts.

 

Please notify us immediately if your organization needs to change any one of your designated support contacts.

Q
How can I escalate a service request?
A

If either party determines that a reported technical issue or business situation requires additional attention, an internal management escalation procedure will be followed.

 

The escalation process is mainly in progress when a technical problem situation arises; however, solution of this problem may require non-technical support for solving it.

 

Management escalation may be commenced when:

  1. A service request remedy leads to a dissatisfied end user.
  2. The customer is dissatisfied with the solution provided.
  3. Either party has concerns about the service being provided.
Q
Why is the case number important?
A
Each technical issue reported to our support team is assigned a unique case number. This number will enable you and our support consultant to track your issue through to its resolution.
Q
How is the priority level of my support issue identified?
A

Determining the priority level of your support issue is important, as it ensures that critical issues are resolved swiftly.

Here is what we follow as a general guideline:

 

A CRITICAL (Priority 1) problem results in extremely serious interruptions to your production system and has affected, or could affect, the entire user community.

 

An URGENT (Priority 2) problem results in serious interruptions to normal operations, or will negatively impact an enterprise-wide production system roll-out.

 

An IMPORTANT (Priority 3) problem causes interruptions in normal operations - it does not prevent operation of a system.

 

A MINOR (Priority 4) problem results in minimal or no interruptions to normal operations (no business impact).

 

Support customers can log in to the Support Portal to access the complete 4Point Technical Support Guide, for further reference.

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